Stefanini - Service Desk Agent

In this position, as a Service desk agent, your role will be to provide 1st line support for internal/external users at client's systems operations within their Network Operations Division (where mission critical systems are supported).

It's an opportunity to broaden your knowledge and apply your IT skills in a multicultural environment. The role primarily involves providing software and application support, but it's not limited to this, as it will also require handling various troubleshooting requests.

The Technician will manage customer calls and emails, troubleshoot, document, and resolve IT-related issues within their scope, using solutions from the knowledge base. They must work efficiently and promptly, ensuring that attendance, quality, and customer service metrics are met.


Key responsibilities

Provide 1st Level End-user support for client users including:
Support for specific client software and applications (installation, error messages, tweaking)
Analyzing support requests sent by the customer by calls, mail, in person and web submit
Answer incoming calls and log all customer questions and issues accurately and efficiently into ticketing system
Examining all problems, evaluating complexity, impact and priority.
Giving required support, efficiently and effectively and in accordance with priority, impact and SLA's.
Escalating problems according to procedures;
to the client support groups or to the 2nd level
Ensuring follow-up of all issues:
documenting and fill in ticketing system appropriately
Assist with defining and documenting knowledge base articles
Assist with special project work as needed
Windows troubleshooting (error messages, improving performance, tweaking system, changing appearance and settings)
Networking (basic user-level support, checking of settings, tweaking PC settings for the network, checking internet connectivity)
Professional skills and required qualifications:

Flexibility and able to adapt to different work environment
IT knowledge and previous experience to be able to resolve IT issues on the go
Fast learner
Previous successful customer service experience is considered an advantage
Strong analytical, technical, problem solving and organizational skills
Strong written and oral communication skills
Team player, self-motivated, organized, detail oriented and able to handle changing priorities;
Able to communicate problems/issues to customers in a non-technical manner
Working hours:
shifts rotation to cover 24/7 (Monday to Sunday)
Proficiency in English

What's next

It's best to apply today, because job postings can be taken down and we wouldn't want you to miss this opportunity. In case you need further information, just send us a message and we"
Ll be happy to assist!

The preceding job description had been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and responsibilities required of employees assigned to this job.

Diversity &
Inclusion:

Here at the Stefanini Group, we value plurality and equity, regardless of race, sexual orientation, disability, age, ancestry, religion, gender, and nationality. We understand and encourage the importance of being you!


About us

We are a Brazilian company with over 35 years of experience in delivering IT services worldwide, ranging from IT outsourcing to application development or IT staffing. We have a direct presence in 41 countries, through our 70 offices located throughout the world. We have managed to become the preferred partner of many small-to-midsize local and regional companies as well. Most of our clients come from industries such as financial services, manufacturing, telecommunications, chemical, services, technology, public sector and utilities.

Stefanini has career opportunities locally and around the world for professionals interested in a vibrant, passionate, team-oriented workplace. If you are a customer-centric person with a "
Get it done"
attitude, come over for coffee and a talk on your future career with us! Learn more about us and join us on LinkedIn, Facebook and Instagram where we regularly post insights from our colleagues.